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Summary This position serves as an Advanced Medical Support Assistant (AMSA) and provides clerical administrative support in the coordination, care, and treatment provided to patients throughout the Primary Care Integrated Clinical Community (ICC), Pharmacy , Pain, and other primary care areas. Responsibilities Duties of this position are, but not limited to: Specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or care in the community resources. Recommends changes to existing clinic procedures based on current administrative guidelines and has expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model. Coordinates with the patient care team to review clinic appointment availability and utilization to ensure that clinic schedules are closely monitored to effectively support the needs of the clinics and makes recommendations for change as necessary. Develop and maintain effective communication with the patient, interdisciplinary coordinated care delivery model teams, VA medical centers, and other agencies (e.g., assist with communications during the inpatient to outpatient discharge, communicate with non-VA medical facilities, manage a system for follow-up care such as consults, tests procedures etc.). Scheduling, canceling, and rescheduling patient appointments and/or consults Entering no-show information Monitoring appointment requests from multiple electronic sources, processing incoming patient secure messaging and coordinating with care team as appropriate. Participates in team huddles and team meetings to manage, plan, problem solve, and follow up with patient care by sharing information and collaborating with the interdisciplinary team Communicates findings to providers, as needed Assists the team in reinforcing the plan of care and self-help solutions Enters appropriate information into the electronic record Monitors pre-appointment information and/or requirements to ensure readiness for patient visit/procedure Other duties as assigned Work Schedule: Tours will vary and be discussed during the interview process. Telework: Available; however, the availability is dependent on the service line selected for and is at the supervisors discretion. Virtual: This is not a virtual position. Functional Statement #: 000000 Financial Disclosure Report: Not required **PLEASE NOTE: ALTHOUGH THIS ANNOUNCEMENT REMAINS OPEN UNTIL SEPTEMBER 27, 2024, WE WILL BEGIN SCREENING APPLICANTS ON OCTOBER 16, 2023. WE WILL DO SUBSEQUENT SCREENINGS UP UNTIL THE ANNOUNCEMENT CLOSES AS NEW VACANCIES BECOME AVAILABLE. Requirements Conditions of Employment You must be a U.S. Citizen to apply for this job. Selective Service Registration is required for males born after 12/31/1959. Must be proficient in written and spoken English. You may be required to serve a probationary period. Subject to background/security investigation. Selected applicants will be required to complete an online onboarding process. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). Participation in the Coronavirus Disease 2019 (COVID-19) vaccination program is a requirement for all Veterans Health Administration Health Care Personnel (HCP) - See "Additional Information" below for details. Qualifications BASIC REQUIREMENTS: a. Citizenship. Citizen of the United States. (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.g.). b. Experience and Education. (1) Experience. Six months experience of clerical, office, customer service, or other administrative work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position; OR (2) Education. One year above high school; OR (3) Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. c. Certification. None required. d. Grandfathering Provision. All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series, and grade held, which are a part of the basic requirements of the occupation. For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply:(1) Such employees may be reassigned, promoted, or changed to a lower grade within the occupation.(2) Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed, on a temporary or permanent basis, until they fully meet the basic requirements of the standard.(3) If an employee who was converted to Title 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation. e. Foreign Education. To be creditable, education completed outside the U.S. must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U.S. programs. f. Physical Requirements. See VA Directive and Handbook 5019. g. English Language Proficiency. MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j. EXPERIENCE: One year of experience equivalent to the GS-5 grade level that equips the candidate with the following: 1. Operate computerized programs and systems in order to enter, modify, and retrieve sensitive medical and patient identifying information (PII) into or from electronic health records, scheduling systems, and/or reports. 2. Schedule medical appointments in a clinical setting. 3. Work independently in the accomplishment of a wide variety of duties performing patient support work. 4. Communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers. 5. Customer service with the ability to identify customer concerns and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution. AND Candidates must be able to demonstrate all of the knowledge, skills and abilities below: 1. Ability to collaborate and communicate with a wide range of medical clinicians across multiple disciplines (e.g. medical doctors, nurse practitioners, physician assistants, psychologists, psychiatrists, social workers, clinical pharmacists, and nursing staff) to accomplish team goal setting to ensure medical care to patients is met. 2. Ability to independently set priorities and organizes work to meet deadlines, ensuring compliance with established processes, policies and regulations. 3. Ability to communicate tactfully and effectively, electronically, by phone, in person, and in writing, with internal and external customers. This may include preparing reports in various formats and presenting data to various organizational levels, as well as resolving patient concerns. 4. Advanced knowledge of the technical health care process (including, but not limited to, scheduling across interdisciplinary coordinated care delivery and/or care in the community models and patient health care portals) as it relates to access to care. 5. Advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community operational activities that affect patient flow, and patient support care administrative functions to include, but not limited to appointment cycles, outside patient referrals, follow-up care, overbooking, provider availability, etc. 6. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. References: See VA Handbook 5005/53, Part II, Appendix G, page II-G45-4 & II-G45-5 Physical Requirements: You will be asked to participate in a pre-employment examination or evaluation as part of the pre-employment process for this position. Questions about physical demands or environmental factors may be addressed at the time of evaluation or examination. Education There is no education substitute for experience for the GS-6 Advanced Medical Support Assistant position. Additional Information This job opportunity announcement may be used to fill additional vacancies. This position is in the Excepted Service and does not confer competitive status. VA encourages persons with disabilities to apply. The health-related positions in VA are covered by Title 38, and are not covered by the Schedule A excepted appointment authority. Pursuant to VHA Directive 1193.01, VHA health care personnel (HCP) are required to be fully vaccinated against COVID-19 subject to such accommodations as required by law (i.e., medical, religious or pregnancy). VHA HCPs do not include remote workers who only infrequently enter VHA locations. If selected, you will be required to be fully vaccinated against COVID-19 and submit documentation of proof of vaccination before your start date. The agency will provide additional information regarding what information or documentation will be needed and how you can request a legally required accommodation from this requirement using the reasonable accommodation process. If you are unable to apply online or need to fax a document you do not have in electronic form, view the following link for information regarding an Alternate Application.